Total cost is one of the most important factors for a heavy equipment product purchase decision. However, the different cost views and perspectives of performance expectations between the different involved stakeholders may cause customer relation problems between the manufacturers and customers. Beginning with the conventional manufacturers’ cost view, this paper presents the necessity and imp...

The aim of this study was to investigate to what degree individual differences in curiosity, personality, self esteem and perceived social support are associated with perceived stress. One hundred customer service employees completed questionnaires collected through an anonymous survey collector website (www.surveymonkey.com). A convenience sample technique was used to collect customer service ...

It is often assumed that negative events elicit a higher level of response than positive events. Therefore, is not surprising that relationship marketers have devoted much attention to transactions leading to customer dissatisfaction – and to the supplier’s response to dissatisfaction (e.g., in terms of complaint management and recovery strategies). The empirical study reported in this paper, h...

Knowing and managing the concept of customer experience is the main factor in creating competitiveness for any organization. Moreover, without customer experience management, a business cannot specify appropriate strategies to maintain the current market and business sustainability. However, most of the existing studies have looked at this subject abstractly and have not provided a comprehensiv...

Businesses across sectors use Customer Relationship Management (CRM) to capture and manage their customer data, yet many published studies focus on single industries so their generalizability is limited. In this article, the authors take a multi-sector view of CRM implementation in three areas of the UK services sector: banking and finance, professional services, and the government/public secto...

in recent decade, with increasing competition, attracting and retaining customers are known as the most valuable competitive tool for many organizations. customers have a key role in success of businesses, so the managing of customers' relationship is one of organization priorities. although some organizations have customer relationship management, they are not able to absorb customer sati...

Objectives. The purpose of this research is to investigate the impact of knowledge management through information systems of human resources on customer relationship management. Methods. The study population included managers and employees of Mashhad's aquatic sport centres like ‘Blue Waves’, ‘Armaghan’, ‘Surging Waves’, and ‘Sunshine Coast Park’...

Knowledge about customers is vital for supply chains in order to ensure customer satisfaction. In an ideal supply chain environment, supply chain partners are able to perform planning tasks collaboratively, because they share information. However, customers are not always able or willing to share information with their suppliers. End consumers, on the one hand, do not usually provide a retail c...